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I took advantage of the first welcome bonus and, following all the rules, managed to make the turnover and got 3,300 in my account. The payouts on this site do not work the way they do at other casinos, you can only write to support and wait. 72 hours after my withdrawal request, my account has now been closed without a single reason given. "

Thank you for your patience. After game play was reviewed, management has decided to close your account and refund your initial deposit."

This complaint is also a warning to everyone: This casino is a scam casino. They do not pay out winnings even if you follow all the rules. Don't pay in!

Dear Tillykke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

I should have registered on September 30, 2023 around 8:00 p.m. Maybe 1-2 hours later, I don't know exactly. I have completed all required registration steps.

My gaming behavior is simply explained. Since this casino only offers Pragmatic Play slots from the popular providers in my home country, I only played around 20 different slots with this provider. Always alternating. Bet 3€, I only went slightly higher or lower on slots where this bet is not possible. No live casino, no sports betting

There is nothing in the (bonus) terms and conditions about prohibited games or maximum bet. I asked "Support" about the banned games (only by email, LiveChat is not available), but received no answer.

Best regards

Tillykke

Hallo Petronela,

die Registrierung müsste ich am 30.09.2023 gegen 20:00 Uhr vorgenommen haben. Vielleicht 1-2h später, genau weiß ich es nicht mehr. Ich habe alle erforderlichen Registrierungsschritte abgeschlossen.

Mein Spielverhalten ist einfach erklärt. Da dieses Casino in meinem Heimatland von den beliebten Providern nur Pragmatic Play Slots anbietet, habe ich nur diesen Provider in ca. 20 verschiedene Slots gespielt. Immer im Wechsel. Einsatz 3€, nur bei Slots bei denen dieser Einsatz nicht möglich ist, bin ich geringfügig höher oder niedriger gegangen. Kein Livecasino, keine Sportwetten

In den (Bonus)AGB steht nichts von verbotenen Spielen oder maximalen Einsatz. Bezüglich der verbotenen Spiele hatte ich beim "Support" (nur per Mail, LiveChat nicht vorhanden) nachgefragt, aber keine Antwort erhalten.

Viele Grüße

Tillykke

Thank you very much, Tillykke, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Tillykke for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots777 Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello,

Thank you for bringing this complaint to our attention.

First and most importantly, we would like to highlight that we fully refunded the only deposit the player had made.

Regarding the time taken to process the player's withdrawal request - on the withdrawal form it clearly states that withdrawals over 1.000€ are subject to a longer delay to give us time to review game play etc.

Finally, in our judgement game play was potentially fraudulent, although we cannot go into details on a public forum. As it was a borderline case, we decided that a refund was a fair resolution - as previously stated, we did not retain player funds.

Regards,

Slots777.casino

Dear Slots777 Casino Team, could you please provide evidence of the fraudulent activity to my email?(peter.c@casino.guru) The information will be of course kept confidential.

Thank you in advance!

Dear Tillykke, I was in contact with the casino representative and was told that the Casino management has issued a statement that they do not wish to provide their internal information to third parties. Therefore I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint (peter.c@casino.guru). I'd appreciate it if you could let me know that you have contacted the authority in the thread before I close it as "waiting for a decision from the regulator". I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Hi Peter,

First of all, I would like to thank you for your commitment.

The result was foreseeable for me and as already mentioned, it should above all be a warning to everyone who reads here that this casino does not pay out for higher winnings and is therefore a fake casino that collects deposits and steals winnings.

You just have to read the casino's answer carefully. They consider it a fair solution to refund my deposit of €200 and cancel the win if I win €3,300. The reason why the casino steals my winnings is of course completely secret. Again: I always alternated between playing around 20-25 Pragmatic slots with the same stake. The only fraudulent behavior is stealing my winnings.

I will send a complaint to the Gaming Curacao Authority and I hope this casino also gets a clear "fake casino" notice from Casino Guru and a warning to all other players. Please pay attention to seriousness here. Unfortunately, the casino world is already bad enough and such criminal casinos have to be sorted out so that players don't permanently lose interest in slots.

Best regards

Tillykke

Hallo Peter,

zuerst einmal möchte ich mich für den Einsatz bedanken.

Das Ergebnis war für mich absehbar und wie bereits erwähnt, soll es vor allem eine Warnung an alle die hier mitlesen sein, dass dieses Casino bei höheren Gewinnen nicht auszahlt und damit ein Fake Casino ist, das die Einzahlungen einkassiert und Gewinne stiehlt.

Man muss sich nur die Antwort des Casinos genau durchlesen. Sie betrachten es als eine faire Lösung, mir bei einem Gewinn in Höhe von 3.300€ meine Einzahlung in Höhe von 200€ zurück zu zahlen und den Gewinn zu stornieren. Ein Begründung warum das Casino meinen Gewinn stiehlt, ist natürlich total geheim. Nochmal: Ich habe immer im Wechsel ca. 20-25 Pragmatic Slots bei gleichem Einsatz gespielt. Das einzig betrügerische Verhalten ist das Stehlen meines Gewinns.

Ich werde eine Beschwerde an die Gaming Curacao Authority senden und ich hoffe, dieses Casino bekommt auch bei Casino Guru einen deutlichen "Fake Casino" Hinweis und eine Warnung an alle anderen Spieler. Bitte achtet hier auf Seriosität. Die Casinowelt ist leider schon schlecht genug und solche Verbrecher Casinos müssen aussortiert werden, damit Spieler nicht dauerhaft die Lust an den Slots verlieren.

Viele Grüße

Tillykke

I will mark the complaint as "waiting for a decision from a regulator" in our system. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

Dear Tillykke,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hi Peter,

I submitted the official complaint via the form including all attachments on November 10th, 2023 complaints@gaming-curacao.com Posted. Despite two reminders, I have not yet received any response. Can I also complain to the licensing authority? 🙂I

I will now send another email and give an update here at the weekend.

Best regards

Hallo Peter,

ich habe die offizielle Beschwerde über das Formular samt aller Anhänge am 10.11.2023 an complaints@gaming-curacao.com gesendet. Trotz zwei Erinnerungen habe ich bisher keine Rückmeldung erhalten. Kann ich mich auch über die Lizenzbehörde beschweren? 🙂I

Ich werde jetzt nochmal eine Mail senden und hier am Wochenende ein Update geben.

Viele Grüße

Thank you for the update Tillykke, Gaming Cucarao is an authority itself. There are some changes happening in the Curacao legislation which may affect the time it takes for the authority to investigate. I will close the complaint as 'waiting for a decision of the regulator' for now, please keep me updated about further developments through my email. (peter.c@casino.guru)

Kind regards,

Peter

Dear Tillykke,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hi Peter,

I have written to the government agency three times, most recently in mid-January 2024. I have not received a response to any email.

Please warn all players not to open an account at this casino. Let me summarize the case again:

I deposited and only played Pragmatic slots with the same stake every time. I adhered to all (bonus) terms and conditions.

I successfully made the deposit. The casino withdrew my winnings on the grounds that, in their opinion, I had violated the rules, but did not give a specific reason.

The casino thinks this is fair because I got my deposit back. It's a really great business model: you collect the deposit from all players and if someone wins a slightly higher amount, you keep the winnings and claim that the player cheated.

This practice must be stopped. Since then, I have stopped depositing money into unknown casino groups because I have lost trust in them.

I hope to help many players so that dubious casino groups like this one can be weeded out.

Best regards

Tillykke

Hallo Peter,

ich habe der Regierungsbehörde insgesamt drei mal geschrieben, zuletzt Mitte Januar 2024. Ich habe keine Reaktion auf irgendeine EMail erhalten.

Bitte warnen Sie alle Spieler, bei diesem Casino einen Account zu eröffnen. Ich fasse den Fall nochmal kurz zusammen:

Ich habe eingezahlt und ausschließlich Pragmatic Slots mit immer dem gleichen Einsatz gespielt. Ich habe mich an alle (Bonus)AGB gehalten.

Die Einzahlung habe ich damit erfolgreich umgesetzt. Das Casino streicht mir meinen Gewinn mit der Begründung, ich hätte aus Ihrer Sicht gegen Regeln verstoßen, nennt aber keinen konkreten Grund.

Das Casino findet das Verhalten fair, weil ich meine Einzahlung zurückerhalten habe. Das ist wirklich ein tolles Geschäftsmodell: Man kassiert von allen Spielern die Einzahlung und wenn jemand einen etwas höheren Betrag gewinnt, behält man den Gewinn ein und behauptet, der Spieler hätte betrogen.

Dieses Vorgehen muss gestoppt werden. Ich zahle seitdem bei unbekannten Casinogruppen nicht mehr ein, da das Vertrauen verloren habe.

Ich hoffe vielen Spielern zu helfen, damit unseriöse Casinogruppen wie dieses hier aussortiert werden.

Viele Grüße

Tillykke

Thank you for the update. I am sorry to hear you did not receive a response from the authority. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue and I'm sorry I could not be of more help on this occasion.

Kind regards,

Peter